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VerseOne Group Ltd

VerseOne AI-driven Content Management System (CMS) for NHS Organisations

This is a custom, healthcare package for the VerseOne CMS, a powerful, design-led content management platform. VerseOne CMS is the foundation for accessible and responsive websites, intranets, portals. VerseOne is a market-leading online digital transformation solution for housing associations and NHS organisations.

Features

  • Highly flexible design, content review, workflow and personalisation features
  • Intuitive, fully WYSIWYG editing experience with design-led layout options
  • Create structured content easily, re-use and publish it anywhere
  • Publish to multiple digital channel, mobile/responsive is standard
  • Supports content authors to prevent Accessibility issues
  • Comprehensive content scheduling and lifecycle management
  • Audit trail, version control, track changes, dual-panel previewing
  • Productivity features for content authors, tasks lists, reminders
  • Approval and Publishing workflow: simple, powerful, easy to set up
  • Strong focus on security and speed of use

Benefits

  • We help you build website, intranet and self-service portal solutions
  • Website visitors can access your websites from any device
  • Benefit from maximum uptime and resilience on our cloud infrastructure
  • Easily comply with, and maintain, accessibility standards (WCAG AA)
  • Reduce costs and improve customer engagement
  • Build and re-use structured content in any channel, saving time
  • Improve the governance of content with sophisticated workflow and permissions
  • Easily share content between website, intranet and portal
  • Our security focus provides peace of mind for GDPR
  • Unified platform runs your entire web estate, reducing complexity

Pricing

£990 to £4,000 an instance a month

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@verseone.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

6 2 9 1 1 9 1 1 7 9 3 8 7 4 5

Contact

VerseOne Group Ltd Customer Success Team
Telephone: 01483961208
Email: sales@verseone.com

Service scope

Software add-on or extension
No
Cloud deployment model
Private cloud
Service constraints
Planned maintenance and in-version upgrades are included with all service levels.

Active Directory Single Sign-on through ADFS can be hosted in the dedicated private cloud environment.
System requirements
  • VerseOne CMS Editors need one of the following browsers:
  • Internet Explorer 9+
  • Microsoft Edge (any)
  • Chrome (5+)
  • Firefox (2+)
  • Safari (4+)

User support

Email or online ticketing support
Email or online ticketing
Support response times
All customers are supported in line with a Service Level Agreement. The support service includes a full fault diagnosis and error correction service for all of the applications delivered for the duration of the agreement. Support is available Monday to Friday 09:00–17:30 (excluding UK Bank Holidays):

P1: Target response 30 mins—Time to resolve 4 hours
P2: Target response 30 mins—Time to resolve 1 day
P3: Target response 30 mins—Time to resolve 5 days
P4: Target response 30 mins—Time to resolve 10 days.

See Service Definition document for more.
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AA or EN 301 549
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Web chat
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
None or don’t know
How the web chat support is accessible
VerseOne prides itself on an in-depth knowledge of all aspects of accessibility with regard to design, implementation, content management, and web software design.

VerseOne's experienced Web Accessibility auditor will use adaptive technology, where relevant, to test our sites and software to WCAG AA Level (at least), including for users with: no vision, low vision, colour blindness, dyslexia, deafness, mobility impairment, and learning difficulties.
Web chat accessibility testing
VerseOne prides itself on an in-depth knowledge of all aspects of accessibility with regard to design, implementation, content management, and web software design.

VerseOne's experienced Web Accessibility auditor will use adaptive technology, where relevant, to test our sites and software to WCAG AA Level (at least), including for users with: no vision, low vision, colour blindness, dyslexia, deafness, mobility impairment, and learning difficulties.
Onsite support
Yes, at extra cost
Support levels
All customers are supported in line with a Service Level Agreement. We provide a single, consistently good level of service, which is appropriate to meet the 99.9% uptime commitment in the SLA.

The support service includes a full fault diagnosis and error correction service for all of the applications delivered for the duration of the agreement. Support is available Monday to Friday 09:00–17:30 (excluding UK Bank Holidays):

P1: Target response 30 mins—time to resolve .5day;
P2: Target response 30 mins—time to resolve 1 day;
P3: Target response 30 mins—time to resolve 5 days;
P4: Target response 30 mins—time to resolve 10 days.

As part of our G-Cloud service, we provide an uptime of 99.9% for all the websites you publish from VerseOne. Any issue that affects this is a P1, and is dealt with on a 24/7/365 basis.

Support is provided within the SAAS cost. We provide support to the same high standard for each of the licence levels.

We allocate an engineer to each issue and they stay with it until resolution.
Support available to third parties
No

Onboarding and offboarding

Getting started
In addition to our great solution, VerseOne offers support and guidance throughout journey based on our ISO accredited implementation methodology. We offer a wide range of professional services including, stakeholder workshops, user journey mapping, creative and digital design services, project management and training.
VerseOne provides a wide variety of training courses, including ‘Train the Trainer’, to empower users with tools and knowledge to enhance the deployment of their complete web solution. Each course is carefully designed to address your specific content management needs as well as support software users of all skill levels and access permissions.
The training would be tailored to your website and/or intranet requirements, concentrating particularly on document management and content editing, as well as how to modify the look and feel of the site.
Service documentation
Yes
Documentation formats
  • HTML
  • PDF
End-of-contract data extraction
At the end of the contract, VerseOne can provide an extract of the database, and all media held in the CMS. Alternatively, users can download assets (documents, images, video, audio, etc) from within the CMS.

VerseOne CMS has an advanced content search in the interface, which supports building up Boolean search phrases for searching and filtering by attributes including (but not limited to): Content type, Content and individual content fields, Headline, Author, Date created, Date modified, Filename, Categories, Status, Metadata.

All items can be exported as a CSV.
End-of-contract process
There are no additional costs when the contract ends, unless the client requests services outside those detailed within the End of Contract data extraction or as detailed in the Call-off contract. VerseOne will work with our customers to ensure a smooth transition.

Using the service

Web browser interface
Yes
Supported browsers
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
Application to install
No
Designed for use on mobile devices
Yes
Differences between the mobile and desktop service
Desktop service “Mobile first”, responsive web design (RWD) and progressive enhancement principles have been part of VerseOne's DNA since 2010.

Websites, intranets and portals built and maintained through VerseOne CMS are always designed to be fully mobile responsive out of the box, to support mobile, tablet and desktop devices.

VerseOne CMS is a powerful, enterprise-level CMS and whilst it can be used on a mobile phone, the user interface is optimised for desktop and tablet use. VerseOne continue to improve the experience on mobile devices, and these are rolled out in the seamless, free of charge upgrades.
Service interface
Yes
User support accessibility
WCAG 2.1 AA or EN 301 549
Description of service interface
The VerseOne CMS is a browser-based web CMS. It enables you to build, publish and manage multiple website.

Users with HTML and CSS skills can learn to build websites based on structured content types, and VerseOne CMS's unique Dynamic Page Layout Engine—which enables permitted users to manage the content on every area of a Page.

All aspects of the website can then be managed. This includes creation or amendment of pages, upload of content, media and documents, metadata and site structure.

Users can Publish and Un-publish content (and even pre-schedule Publishing events), undertake content governance, reporting, and manage metadata.
Accessibility standards
WCAG 2.1 AA or EN 301 549
Accessibility testing
One of the founding principles of VerseOne was to champion the Accessible web design, and VerseOne prides itself on an in-depth knowledge of all aspects of accessibility with regard to design, implementation, content management, and web software design. VerseOne's experienced Web Accessibility auditor will use adaptive technology, where relevant, to test our sites and software to WCAG AA Level (at least), including for users with: no vision, low vision, colour blindness, dyslexia, deafness, mobility impairment, and learning difficulties.
API
No
Customisation available
Yes
Description of customisation
The VerseOne CMS is an entirely browser-based web CMS. It enables you to build, publish and manage multiple websites of every variety.

In a few days, users with HTML and CSS skills can learn to build websites based on structured content types, and VerseOne CMS's unique Dynamic Page Layout Engine—which enables permitted users to manage the content on every area of a Page.

All aspects of the website can then be managed. This includes creation or amendment of pages, upload of content, media and documents, metadata and site structure control. In fact, anything that can be done in a manually built website can be managed more easily in VerseOne CMS.

VerseOne CMS allows trained users to add re-usable styling classes to Content Items, individual Pages, or even to whole Websites—so that users without CSS or HTML knowledge can still take advantage of the designed features.

Users can Publish and Un-publish content (and even pre-schedule Publishing events), undertake content governance and reporting, and manage metadata.

Multiple websites can be supported in a VerseOne CMS instance, with unlimited microsites and URLs.

Subject to their permissions, any authorised user can work in the CMS.

Scaling

Independence of resources
In line with VerseOne’s ISO27001 & ISO 9001: 2015 commitment to quality and customer satisfaction across all of its products and services, VerseOne partners with one of the world's largest hosting companies to provision its own private cloud. This secure solution is comprised of dedicated, load-balanced server hardware, dual firewalls, and dedicated SAN storage.

This could environment is suitably provisioned with burstable bandwidth and expandable resources so that VerseOne can ensure that traffic spikes do not affect the resilience or speed of the hosting service.

Any detected issues are dealt with as a P1 support priority.

Analytics

Service usage metrics
Yes
Metrics types
VerseOne CMS captures certain metrics, such as total Content Item hits by date, and document download statistics. As standard, VerseOne CMS displays top Pages (by hits) and the most popular Forms (by number of completions) in the CMS Dashboard.

The Advanced Search within VerseOne CMS can be used to report on the most popular content items across the system, as well as gaining insight into user registrations and monthly active users (MAU) for portals.

Additionally, VerseOne CMS can be easily integrated with Google Analytics, to provide real-time analytical reporting.
Reporting types
  • Real-time dashboards
  • Regular reports
  • Reports on request

Resellers

Supplier type
Not a reseller

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations
Yes
Data storage and processing locations
United Kingdom
User control over data storage and processing locations
No
Datacentre security standards
Managed by a third party
Penetration testing frequency
At least once a year
Penetration testing approach
Another external penetration testing organisation
Protecting data at rest
  • Physical access control, complying with CSA CCM v3.0
  • Physical access control, complying with SSAE-16 / ISAE 3402
  • Physical access control, complying with another standard
Data sanitisation process
Yes
Data sanitisation type
Explicit overwriting of storage before reallocation
Equipment disposal approach
Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach
We provide a complete export of all content held in the CMS. This would be used primarily for migration to another CMS.

VerseOne CMS has an advanced CMS search in the interface. It supports building up Boolean search phrases for searching and filtering by;
· Content type
· Content language
· Author
· File size
· Expiry date
· Review date
· Date created
· Date modified
· Date first published
· Date last published
· Filename
· Tags
· Title
· Synchronised content
· Last workflow
· Status
· Metadata
All items can be exported as a CSV.
Data export formats
  • CSV
  • Other
Other data export formats
  • Microsoft Excel
  • SQL backup file
Data import formats
CSV

Data-in-transit protection

Data protection between buyer and supplier networks
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway
  • Legacy SSL and TLS (under version 1.2)

Availability and resilience

Guaranteed availability
VerseOne's hosting partner is Microsoft Azure and offers 99.9% guaranteed network uptime. VerseOne offers 99.9% server uptime, and 99% application uptime (excepting scheduled maintenance). Any refunds would usually be as credits against other VerseOne Group services.
Approach to resilience
In line with VerseOne’s commitment to quality and customer satisfaction across all of its products and services, VerseOne partners with one Microsoft Azure to provision its own environment within the Azures Public Cloud.

This secure solution is a private environment comprised of its own firewall, load balancers and virtual machines all built on Microsoft state-of-the-art resilient infrastructure guaranteeing 99.9% uptime.

Public clouds offer vital advantages for reliable hosting, which are passed on to all VerseOne customers:

Virtualised environments—Virtual servers are more cost-effective to configure and maintain, making value-for-money dedicated environments accessible even to limited hosting budgets.

Load balancing—Load balancing helps support speedy loading times for your website or intranet by evening out traffic spikes.

Robust fail-over—A part of the environment is set aside for fail-over, so that if the server where your website or intranet is located becomes unavailable, traffic is routed to a new location, maintaining high uptime for your site.

Further details are available on request.
Outage reporting
VerseOne uses an internal tool for proactive site and application management. Application and site health is monitored through a dashboard and outages are displayed on a screen within the office, and key staff are simultaneously alerted through email.

For any significant outage, VerseOne will pro-actively contact customers.

Identity and authentication

User authentication needed
Yes
User authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Other user authentication
Customers can authenticate through their Microsoft Active Directory (AD) Federated Services identity.

Additionally, Single Sign-on can also be achieved through LDAP and Windows Authentication (requires dedicated Virtual Machine attached to the customer network through a VPN).
Access restrictions in management interfaces and support channels
Interfaces and support channels Within VerseOne CMS, users must login. Usernames and passwords are salted encrypted—using test practice algorithms.

Restrictions are based on defined user policies, based on role-based Permission Groups. Permissions are based on a "secure by design" model, in which Protected Content is hidden unless the user is given explicit access through the CMS management panel.

Any other management interfaces and support channels require user login, and are governed by their own security policies.
Access restriction testing frequency
At least every 6 months
Management access authentication
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
  • Other
Description of management access authentication
Customers can authenticate through their Microsoft Active Directory (AD) Federated Services identity.

Additionally, Single Sign-on can also be achieved through LDAP and Windows Authentication (requires dedicated Virtual Machine attached to the customer network through a VPN).

Audit information for users

Access to user activity audit information
Users contact the support team to get audit information
How long user audit data is stored for
Between 6 months and 12 months
Access to supplier activity audit information
Users contact the support team to get audit information
How long supplier audit data is stored for
Between 6 months and 12 months
How long system logs are stored for
At least 12 months

Standards and certifications

ISO/IEC 27001 certification
Yes
Who accredited the ISO/IEC 27001
CQS (Certified Quality Systems) Limited
ISO/IEC 27001 accreditation date
18/3/2021
What the ISO/IEC 27001 doesn’t cover
All areas covered
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
No

Security governance

Named board-level person responsible for service security
Yes
Security governance certified
Yes
Security governance standards
ISO/IEC 27001
Information security policies and processes
All information security policies and processes are documented as part of our ISO27001 and ISO9001 accreditations. VerseOne's Infrastructure Manager has responsibility for security policies which are internally audited as part of our compliance audit schedule. VerseOne's Legal, Compliance and Strategic Projects Officer reports directly to the VerseOne Board and reports any security and compliance issues. In line with VerseOne's ISO processes, all staff receive a set of standard training sessions at the point they are recruited, and this includes secure work practices; in addition, they are required to read and sign VerseOne's Data Protection and Security Policies, and adherence to these policies is a condition of the contract of employment. In addition, VerseOne staff receive annual refresher training. As a company we are registered with the Data Protection Registrar. Where an issue requires escalation, we have a set of identified processes as part of our critical incident process. One of the key advantages of working with VerseOne is that we keep the barriers to communication as low as possible—commensurate with delivering services efficiently to our whole client base.

Operational security

Configuration and change management standard
Supplier-defined controls
Configuration and change management approach
Version control
Vulnerability management type
Supplier-defined controls
Vulnerability management approach
We assess potential threats through proactive monitoring of logs and security advisories from major partners/suppliers in the security sector.

Customers also regularly carry out Penetration Tests on their VerseOne CMS instances. Any issues are carefully assessed by the VerseOne Technical team, and patches are rolled out to all customer instances.

We can deploy patches in minutes, but we would assess the risk posed by the particular vulnerability and decide the most appropriate schedule. Typically patches are applied monthly.
Protective monitoring type
Supplier-defined controls
Protective monitoring approach
If we find a potential compromise as part of our ISO 9001 processes, our incident management process would be triggered.

From that point, the speed of response would be agreed between the engineers and the incident manager—but any incident is typically categorised as an "all hands" P1 support issue, escalated to the Chief Technical Officer and, if required, to the Executive Board.
Incident management type
Supplier-defined controls
Incident management approach
The majority of incidents are handled through the supportdesk. This streamlines incident management, tracking and resolution. Supportive questions help us gather essential information. Users rate the severity via impact on their business processes.

For critical incidents, on-duty incident managers assess the situation and any affected customer(s), and create a communication list for the incident.

They will:
• instigate conference calls
• document a high-level view of problems
• ensure resolution of the issue within SLA
• be involved in the debrief
• provide incident reports on resolution

All communications are available within the service desk portal.

Secure development

Approach to secure software development best practice
Supplier-defined process

Public sector networks

Connection to public sector networks
No

Social Value

Social Value

Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

Fighting climate change

Resource Efficiency: We lessen our environmental impact by eliminating our use of single use products and in waste disposal by using suppliers who actively reduce our waste to landfill through their comprehensive recycling programs. As a software organisation we make minimal use of in-house hardware other than as tools for our staff, however we responsibly reuse and recycle old and dated hardware including donations to charitable organisations that recycle for reuse in developing countries. Furthermore, we aim to minimise technology waste resulting from the hardware which supports our solutions via a partnership with Microsoft using their leading global Cloud platform Azure. They have made ambitious environmental commitments and progress, including increasing their reuse and recycle rates of all cloud hardware to 82% and aiming to reach a 90% recycle rate by 2030. Further they have committed to eliminating all single use plastic by 2025. Climate Action: We mitigate climate change by integrating climate resilience measures into our business strategies. Our offices are powered by 100% renewable electricity verified by the Carbon Trust. To minimise transport emissions, we support flexible working and have located our offices next to a major public transport hub and participate in the cycle to work scheme to minimise emissions from commuting. Our solutions are written to minimize computer resource usage and after significant investment all our offerings are now delivered as SaaS on the Microsoft Azure platform. This removes the need for site visits requisite for on premise solutions and enables all our customers and solutions to leverage Microsoft Azure’s environmentally friendly managed Cloud platform. Azure’s platform has already achieved carbon neutrality for its data centre operations and is looking to remove its entire historic carbon footprint by 2050 via accredited carbon offset initiatives.

Covid-19 recovery

VerseOne was founded with a single vision: to empower and improve the lives of individuals who rely on the NHS, Social Housing and other Care providers. Aligned with the NHS long-term plan, “Empowerment” drives our digital transformation solutions which aim to deliver straightforward and jargon free information in a form personalised to respect the unique needs of every individual. a. Support people and communities to recover: Our services digitize and empower the users of NHS services and staff to access information and support services more quickly and efficiently. Further, we have championed Accessibility for over twenty years since our incorporation and run free events to raise awareness and offer advice to promote greater adoption, thus facilitating better access to digital services for vulnerable members of society. b. Support organisations and businesses to and recover: Our services digitize and empower the users of NHS services and staff to access information and support services more quickly and efficiently irrespective of their location. c. Support physical and mental health: Our services digitize and empower the users of NHS services and staff to access information and support services more quickly and efficiently. Empowerment of every individual within our communities and positive social change has always been a central tenet of everything we do. d. Improve workplace conditions: As a result of a deliberate and significant investment, ALL VerseOne solutions are written to minimize computer resource usage and are delivered as SaaS on the Microsoft Azure platform. We support flexible working for all our staff and users. All of our services can be access via the “Cloud” from any connected location and further we have located our offices within a 5 minute walk of a major public transport hub as well as participating in the cycle to work scheme to minimise emissions from commuting.

Tackling economic inequality

We have championed Accessibility for over twenty years since our incorporation and run free events to raise awareness and offer advice to promote greater adoption, thus facilitating better access to digital services for vulnerable members of society. Community Engagement: We actively engage with the communities to create positive social impact through philanthropy, volunteering, and strategic partnerships. These include: a. VerseOne Communities and Charities Fund: VerseOne is committed to making direct cash donations to help fund our customers’ existing community support and charitable initiatives. We will donate up to 5% of every new solution on a matched funding basis. Recipients of donations from the fund include Centre 56 a domestic abuse nursery supporting families who are experiencing abuse or are in crisis. b. VerseOne Innovation Fund: The VerseOne Innovation Fund provides seed capital and technical/logistical resources to support early-stage businesses with novel and unique Intellectual Property (IP) that provide innovative and complementary ways to make a positive and meaningful impact to people’s lives in the field of digital health and other related socially responsible areas. The Fund has backed VR developments with the Cornwall Partnership NHS Trust. c. VerseOne is an active and ongoing corporate sponsor of the EY Foundation, an independent charity whose pioneering program has supported over 16,000 young people from low income backgrounds to get paid work experience, employability skills training and career guidance. Professional standards: Our long-term commitment to the highest professional and security standards is evidenced by VerseOne’s accreditation by globally respected and independent bodies including ISO9001:2015 Organisational Processes and ISO27001:2013 Information Security standards and Cyber Essentials. We uphold global data protection and privacy requirements, including the EU’s General Data Protection Regulation (GDPR) and train staff on ethical business practices such as the detection of money laundering and have a zero-tolerance approach to bribery and corruption.

Equal opportunity

We foster a diverse and inclusive workplace where all employees are treated with respect, dignity, and fairness, regardless of race, ethnicity, gender, age, sexual orientation, disability, or any other characteristic. We have clear equality, diversity and inclusion policies which are supported by our senior team. Our policy is underwritten by action. a. VerseOne is an active and ongoing corporate sponsor of the EY Foundation, an independent charity whose pioneering program has supported over 16,000 young people from low income backgrounds to get paid work experience, employability skills training and career guidance. b. In partnership with Hereford and Worcester NHS Foundation Trust and the National Lottery we have developed the Digital Life Stories Platform which celebrates and shares the memories and stories for those members of our community living with memory loss, dementia and cognitive impairment helping them to Live Well. c. VerseOne is sponsoring and supporting a nascent charity organisation called EQOL aimed at providing quality of life and access to opportunities for Neurodivergent adults. d. VerseOne champions the training and education of our teams on topics such as allyship, anti-bias and empathy to improve self-awareness and inclusive behaviours in our workplace.

Wellbeing

We prioritise the health, safety, and well-being of our employees by providing a safe work environment, promoting work-life balance through flexible working, and offering opportunities for professional development and advancement. We know that being at our best means dedicating equal effort on both our mental and physical well-being. We provide an employee benefits package including a 24/7 helpline offering confidential counselling and legal assistance, on-line GP appointments and significant health club discounts. We are certified by the Living Wage Foundation and accredited by Investors in People and in conjunction with the active Staff Council the company has expanded staff training supported by a monthly allocated budget, funded more social activities and implemented company-wide communication initiatives as part of a program of continual improvement in our working environment and a focus on the mental and physical well-being of our staff. The Board meets regularly with the Employee Council to debate and agree actions to improve employee wellbeing based on input and feedback at the grassroots level and has supported recent suggestions including a weekly company-wide communication forum, the provision of healthy office snacks and the implementation of a comprehensive employee rewards program – the “VerseOner Rewards Club.” This is a peer-to-peer reward program which recognises and reinforces exemplar behaviour towards fellow team members and customers. It delivers regular prizes and the potential to qualify for the award of share options in the company.

Pricing

Price
£990 to £4,000 an instance a month
Discount for educational organisations
No
Free trial available
No

Service documents

Request an accessible format
If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at sales@verseone.com. Tell them what format you need. It will help if you say what assistive technology you use.